Bora Lee, then Manager of Customer Enablement at ChurnZero, helped customer success teams turn strategy into automated, streamlined processes that put the right data in front of the right customer at the right time.

Customer success teams do not need perfect processes. They need processes they can inspect, improve, and prove. Markets change, products change, customers change, and team responsibilities change with them. A customer success process audit gives you a repeatable checklist for finding the handoff gaps, feedback patterns, bottlenecks, time sinks, and data issues that quietly damage customer outcomes. Process Street, the Compliance Operations Platform, helps teams turn those checks into enforced workflows, evidence, and continuous improvement.

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Business process management is an excellent way to keep your business organized and running efficiently, but BPM implementation can still create problems along the way. The most common business process management challenges are not just software issues. They happen when people misunderstand the system, do not buy into it, forget steps under pressure, or assume responsibility belongs to the process instead of a person.

It is important to recognize what can occur so you can create an environment that prevents those problems from happening. Here are four general problems with business process management, plus practical ways to counter them before they spread through the business.

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Businesses are constantly under pressure to stay ahead, and even a small process improvement can create a meaningful operating edge. Business process management gives teams a way to find those improvements, standardize the work, and keep improving instead of relying on memory or scattered documents.

This Process Street article looks at 17 reasons to implement a BPMS for your business, plus the free ebook resources you can use to go deeper on business process management, business process automation, and BPMS software.

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Business process management (BPM for short) gets a bad rap. Some consider it industry jargon, others an ineffective management hack, and almost all see it as boring.

However, there is no better way to increase efficiency and consistency in your business than by documenting, managing, measuring, and improving your processes effectively.

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Concierge Wealth Management (CWM) and Insurance Solutions offers integrated wealth management and financial planning services for high-earning professionals, successful families, and individuals navigating wealth on their own terms. 

Like many growing financial services firms, CWM needed intricate processes and seamless coordination to manage diverse client needs across everything from life insurance to investment accounts.

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Keyper is a fast-growing property management company in Dubai managing hundreds of rentals, maintenance requests, and tenancy renewals. But with work scattered across Salesforce, Trello, Airtable, DocuSign, and email, operations were slow and error-prone.

When Vasim Shaikh joined as Head of Operations, he knew they needed one platform to centralize work, enforce accountability, and keep up with tenant demands.

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A 2018 survey by BPTrends found that 93% of the organizations studied used multiple process improvement tools.

This is because business processes are the life-blood of your organization. Process improvements, therefore, prime your organization to run like a well-oiled machine, bettering your chances of business success.

On that note, in this Process Street article, we take a look at our top 46 process improvement tools. Using these tools will improve customer satisfaction, save you money, strengthen customer retention, and boost project success rate (+ more).

Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.

• Why you should care about improving your processes
• 46 top process improvement tools
• How to improve your business processes using business process documentation

For clarity, I’ve split each tool as per the following subheaders – click to jump to the unique tool category.

• Process improvement visualizations
• Process improvement exercises
• Process improvement frameworks
• Process improvement methodologies ‍

It was known as the email incident. A customer success operations catastrophe that caused an astronomical uproar throughout the office.

Names shall not be mentioned, but before Process Street I worked as a technical service advisor for an environmental testing laboratory. It was our job to deal with customer queries and complaints, to answer questions, and to make sure the service we provided met the customer’s needs.

The email incident: My colleague forwarded a customer complaint email to our manager, adding an inappropriate comment to display his frustrations with that said customer.

Unfortunately, this email ended up in the customer’s inbox too…

Oops!

Mistakes like will happen if you don’t have pre-established customer success operations to act as a form of process control.

Think about it, you’ll have optimized processes for production, sales, marketing, etc. But to effectively scale and grow, you’ll need to build repeatable processes for your customer success department too.

For many companies (72% to be exact, according to data obtained by Forrester), customer success is a top priority. This is because it’s well known that investing in a new customer is 5-25x more expensive than retaining existing ones – as expressed by the Harvard Business Review.

Make customer success operations your top priority by building and optimizing repeatable processes. And in this article, you’ll learn precisely how to do that.

Click on the relevant subheader below to get started. Alternatively, scroll down to read all we have to say regarding customer success.

• Why you need to start thinking about your customer success operations
• How to build effective customer success operations for your business in 4 steps
• Using Process Street to build repeatable customer success operations
• Using performance metrics to guide customer success operations effectiveness

Let’s begin!
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At Process Street, we’re proud to rock process management. So much so, we try to encourage a culture of continuous improvement across all of our internal teams & processes.

It’s even in our name. 

So how is it that our content team ended up using a process that was in pretty dire need of a redesign? 

And not just any process, mind you – the process of processes. The process we live and breathe by. The process that defines everything we do – including this very post. The one process to rule us all.

That’s right: Our blog production process was broken. 

We knew it, too. That was the worst part. The entire team was painfully aware of exactly how broken and inefficient the blog production process (BPP) had gotten. 

But you know how it is. Redesigning the blog production process became that thing that’s always on tomorrow’s to-do list.

By the time we finally found the capacity to tackle the process redesign project, there were more exceptions to the process than rules – which is not a good process management system at all. 

So the question became: How do we redesign a process that is constantly in use without breaking everything?

This is how we did it.

• Challenge: Our most essential process… broke
• Solution: Reengineer the process… But when?
• Results: A process that works; a team that’s productive
• Future: Continuous assessment & improvement

“Project management is a cute way to get started, but serious businesses are committed to process excellence.”  

Vinay Patankar, CEO and Co-Founder of Process Street.

I know, that’s a pretty controversial way to start this post, but so is the debate between process vs. project. You’re either Team Process or Team Project. 

We’re Process Street and the creators of the Process Manifesto, so our support towards Team Process seems pretty self-evident. But it’s not that simple. 

At Process Street, we’re not exclusively using processes. We run projects too.

There’s a time and a place for both process and project management.

But, how do you know when it’s right to opt for process management over project management and vice-versa? 

• What is the difference between process and project management? 
• Process vs project: How do you know which one to use? 
• What are the benefits of process and project management? 
• Process vs project: There’s a time and a place